Shows
The Exceptional Sales Leader PodcastUnlocking Real Time Customer Insights with Rajiv LambaIn this episode of the Exceptional Sales Leader Podcast, I am joined by Rajiv Lamba, a trailblazer in the field of consumer research. The discussion dives into Rajiv’s innovative journey from a consulting firm employee to founding SurveySensum, a company breaking new ground in market research. The episode explores how SurveySensum utilises technology to provide real-time customer insights at a fraction of the cost usually incurred when employing large consulting firms. This conversation sheds light on the challenges and learnings Rajiv faced in positioning SurveySensum as a credible alternative for obtaining valuable customer feedback. The episode provides an in...
2025-12-1648 min
Founder ThesisThis title has not been market researched 😅 | Rajiv Lamba @ NeurosensumGlobally, the market research industry is at least worth a hundred billion dollars! We really are living in a world where everything is market researched. The ads you watch on TV, the packing designs of products you use, even the movies you watch - they have all gone through a validation process using market research. The reason for this is simple really. When a company intends to spend millions of dollars on a product, they want to reduce the risk of failure. In this episode of the Founder Thesis podcast, your host Akshay Datt speaks with...
2024-12-191h 29
Next Big WaveTwo time founder shares the secrets to hiring and the best team for a startup - Rajiv LambaIf you're a founder looking to scale your startup join us: https://nextbigwave.co/
In this episode of Next Big Wave, Tim Grassin speaks with Rajiv Lamba, Founder of SurveySensum.
Rajiv Lamba is an entrepreneur with over two decades of experience in market research. He discusses his journey from traditional market research to founding Neurosensum, a company that utilizes neuroscience to gain deeper consumer insights. He shares the challenges of conducting EEG studies, the importance of team culture, and how spirituality plays a role in leadership. Rajiv also reflects on his fundraising journey and the...
2024-09-2642 min
A SEAT at THE TABLE: Helping business leaders grow their influenceWhy Retention is the Newest Tactic in Customer AcquisitionCustomer loyalty is something every company wants, but nowadays few are able to achieve. This leaves most companies spending more and more budget to acquire customers who quickly hop to the next brand or chase the newest offer.A big part of running a successful business is being able to retain your existing customers, while continuing to attract new ones.With customer acquisition costs across all channels at record highs, investing in retaining those customers you already have could be the smartest growth tactic a company could employ.For many companiesthe q...
2022-12-1328 min
Focus On Customer ExperienceCustomer Retention is the new acquisition with Rajiv LambaI'd like to introduce Rajiv Lamba, Founder and CEO of Neurosensum & SurveySensum,
Rajiv is a seasoned Market Research expert and he firmly believes in building ‘Quality Leaders for Tomorrow'. Some of his clients are Mercedes, BMW, Nissan, Honda, Allianz Insurance, Manulife Insurance, Apria Healthcare etc
Rajiv can share insights for you and your audience on:
How Ecommerce brands like Shopee, Amazon, Traveloka and Tokopedia are disrupting industries and refining customer experience with real time data
Why global FMCGs like Unilever, P&G and L’Oreal are reducing TV ad spend and investing in digital transf...
2022-11-2941 min
Experience talk: Voice of Customer and EmployeeChapter 35: From Pre-sales to After-sales: How to conduct Customer surveys in the Automotive Industry?Identifying the correct timing of which survey should be sent at which touchpoint and on which channel in the entire automotive customer journey is one of the most crucial factors for brands to understand.
This episode will help you understand:
- WHAT, WHEN & HOW to conduct surveys in the car purchase journey.
- Why JD POWER surveys are failing and the best alternative to it.
- Why CATI/phone survey response rates are declining & what you should be doing instead?
1and much more...
2022-08-081h 08
Experience talk: Voice of Customer and EmployeeChapter 34: Why AUTOMOTIVE, BANKING & INSURANCE sectors are moving away from CATI surveys in 2022?CATI/Phone surveys, which were once the “go-to” methodology in consumer research in many sectors are almost heading towards extinction.
Why?
Because they are costly, time-consuming, resource-oriented and can hardly be optimized.
This session covers case studies from AUTOMOTIVE, INSURANCE, BANKING and other sectors to show how after moving away from CATI, they are now saving costs, getting real-time insights and boosting customer satisfaction.
2022-06-171h 03
Experience talk: Voice of Customer and EmployeeChapter 33: Ramadan Consumer Insights 2022 Indonesia & MalaysiaHave you taken a moment to think about what this Ramadan will look like & how your business would like to campaign for it this year?
This report presentation will help you stay a step ahead as we bring to you the best insights from 3000+ Indonesian and Malaysian consumers to help you strategize your communication campaigns in the most effective way.
Know what Indonesian and Malaysian consumers are expecting from brands this Ramadan and attract your consumers in the right way.
2022-06-161h 00
Experience talk: Voice of Customer and EmployeeChapter 32: NPS Benchmarking: Everything you need to knowIt’s important to know how your customers feel about you so that you make improvements where necessary.
But it’s also important to know where you sit relative to competitors.
NPS Benchmark rightly helps you understand how your business is performing within the market.
But how should you be running it? What factors influence it? What questions should you include? What competitors you should be looking at?
This session will get you answers to these and a lot more other questions to help you understand everything about NPS benchmarking.
2022-06-161h 12
What's TrendingMenyoal Harga Bahan Pokok yang 'Ngegas' Tiap RamadanSelamat menjalankan puasa di bulan suci Ramadan 1443 Hijriah. Semoga ibadah selama bulan Ramadan ini bisa khusyuk dan berjalan lancar ya.
Nah kalo ngomongin kelancaran beribadah puasa nih, salah satu yang penting adalah ketersediaan pangan. Kenapa? karena di saat bulan puasa dan menjelang Idulfitri bakal terjadi peningkatan permintaan kebutuhan pokok. Berdasarkan SurveySensum Ramadhan Consumer Insight 2022, anggaran belanja Ramadan meningkat hingga 57 persen. Peningkatan jumlah anggaran ini, berbarengan dengan peningkatan belanja dan permintaan yang lebih banyak daripada hari-hari biasanya.
Menanggapi kenaikan harga pangan, Komisi Pengawas Persaingan Usaha (KPPU) mendorong pemerintah mengamankan ketersedian pangan dan kebutuhan pokok di bulan...
2022-04-0424 min
BRAVE Southeast Asia Tech: Singapore, Indonesia, Vietnam, Philippines, Thailand & Malaysia Startups, Founders & Venture Capital VC (English)Rajiv Lamba: Market Research Expert, SaaS Learning Curve & Parenthood Advice - E150An established Market Research expert and a known face amongst Asian clients, Rajiv Lamba holds an invaluable accumulative experience of more than 20 years in the field of market research spanning across the FMCG segment and with proven records of building ‘Quality Leaders for Tomorrow’
Rajiv founded Neurosensum in 2018 which led to an impressive transformation in the world of market research by combining conventional methods with a neuroscience-based approach.
A year later, with an intent of making consumer insights real-time and affordable for enterprises, Rajiv also built an AI-Enabled Customer & Employee Experience Measurement and Improvement Platform call...
2022-04-0431 min
Experience talk: Voice of Customer and EmployeeChapter 31: Indonesia E-commerce Trends 2022The eCommerce has undoubtedly been one of the sectors with the biggest takeaways last 2 years.
We have been keeping a close watch on this global trend and to bring to you the top emerging trends to help you fortify your growth strategy for the coming year and beyond.
Listen to this session to know what are Indonesian consumers are really looking forward to in 2022.
2022-02-141h 15
Buy Grow SellEP25 ESOPs, Earn-outs, and International Growth with Rajiv LambaRajiv Lamba is an entrepreneur with proven track record of scaling a startup from $0 to $14M in sales. He has one successful exit, and he is now scaling his second Enterprise SaaS startup from $0 to $4.4M ARR in 3 years.
Rajiv isn’t in a hurry. He lives and breathes by the cycle of building up, scaling and selling to strategic acquirers, and he wants other business owners to slow down and adopt this mindset as well.
With one business, Kadence, grown successfully from $1.5M to $14M across multiple counties, he’s restarted that cycle with his newest startup venture: an AI-d...
2022-01-2645 min
Experience talk: Voice of Customer and EmployeeChapter 30: How to Boost your Survey Response Rate?Creating a survey is just the beginning. What's more important is getting your customers to actually TAKE the survey.
Having enough people respond to your surveys is critical to get actionable customer insights.
On popular demand by our audience, we bring to you a session covering BEST TIPS to help you boost your survey response rates with real examples from CX experts.
2022-01-2454 min
Predictable B2B SuccessHow to grow 4.4 million in ARR in 3 years by driving great customer serviceRajiv Lamba is the CEO of Singapore-based Neurosensum a CX research startup that services 75 clients globally (including Nestle Danone and DBS).
Using his tried and tested B2B Enterprise SAAS model he grew Neurosensum from $0 to $4.4m ARR in just 3 years.
Rajiv is a CX pioneer, Southeast Asian Entrepreneur, and B2B SaaS leader who successfully grew his first research startup from $0 to $14m in sales in 6 years before a successful trade exit. Rajiv won the "Entrepreneur of the Year Award" in 2019.
In this episode, he shares how we can develop customer empathy t...
2022-01-2157 min
Raise Your GameUtilising Feedback For SuccessWhen it comes to the world of feedback, the avenues for collecting and analysing feedback have expanded to a truly staggering degree. But it’s not only customer feedback that can make or break a company; how do you use feedback within your organisation to spur your employees forward? Rajiv Lamba, founder & CEO of customer experience management software SurveySensum discusses that and more.Image Credit: Shutterstock | 13_Phunkod See omnystudio.com/listener for privacy information.
2022-01-1723 min
Experience talk: Voice of Customer and EmployeeChapter 29: Indonesia Holiday Shopping and Travel Trends 2021As some Indonesian industries moves through recovery, how will the post-pandemic psyche affect consumers' travel and shopping habits this holiday season?
Will consumers stay closer to home or go farther than they’ve gone before?
Will they shop more than they did last year?
Where will they be spending the most?
Listen to this episode to know about the emerging trends set to transform 2021 holiday season and beyond in our latest report covering insights from 500+ Indonesian consumers using SurveySensum's online panel.
2021-12-2350 min
Experience talk: Voice of Customer and EmployeeChapter 28: NPS vs CSAT vs CES: When to use them in the Customer Journey?It would be unfair to compare NPS, CSAT and CES!
Honestly, no single metric can give you a complete picture as they all deal with different aspects of the customer journey.
Here's a session to help you understand WHEN, WHERE and HOW you can use each metric strategically to shape your product/service and guide the customer journey.
2021-12-131h 22
Experience talk: Voice of Customer and EmployeeChapter 27: Feedback basics x03 - 4 things to make sure of before creating NPS surveysWhile all of us ask for feedback from the customer, there are only a few who take action on it.
So, here in the FEEDBACK BASICS, Tanuj Diwan - Co-Founder and Head of Product at SurveySensum talk about it with Aileen Day - CX Thought Leader and Founder of Meraki Solutions. In the first episode of the Feedback Basics with Aileen Day - The Truth about NPS Surveys, they talked about,
How to create an NPS survey?
Questions to answer before starting the NPS survey?
Setting a clear objective before running an NPS...
2021-12-1314 min
Entrepreneurs of Asia (EOA)E35: Rajiv Lamba - Building SAAS in SEA, Asia SAAS vs Western SAAS, Sales Cycles, and Product Iterations and more!Rajiv Lamba has worked in Southeast Asia, mostly Indonesia, for more than a decade. After his first successful exit he decided to roll the dice again and embark on a new business in market research and eventually founded a competitor to the famous Qualtrics survey company, SurveySensum. After getting to Rajiv and the companies he founded, we dive into the world of SAAS. We discuss the differences between SAAS in the East and West, product iterations in SAAS, how to sell SAAS, and ultimately what it takes to be successful in B2B SAAS in Asia. If you need...
2021-11-231h 05
Experience talk: Voice of Customer and EmployeeChapter 26: 10 NPS Mistakes TO AVOIDNPS can be a great metric to incorporate into your company’s KPIs BUT only if it is implemented correctly.
As easy as it may be, companies are making common mistakes with NPS surveys time and again which inspired us to bring to you 10 suggestions that will help you make a huge difference in your NPS survey results.
2021-11-151h 23
Experience talk: Voice of Customer and EmployeeChapter 25: Feedback Basics x02 - Why should you focus on the Customer Effort Score?While all of us ask for feedback from the customer, there are only a few who take action on it. So, here in the FEEDBACK BASICS, Tanuj Diwan - Co-Founder and Head of Product at SurveySensum talk about it with Aileen Day - CX Thought Leader and Founder of Meraki Solutions.
In the second episode of the Feedback Basics with Aileen Day - Why should you focus on the Customer Effort Score? they talked about,
What is a Customer Effort Score?
Why is it important to understand the right time to ask the right question from the...
2021-10-1919 min
Experience talk: Voice of Customer and EmployeeChapter 24: Fueling CX innovation With Transactional NPS🎯 What led Allianz Indonesia to create their Customer Service Journey and Bottom-up NPS Program?
🎯 And how their CX teams are monitoring the metrics in real-time and taking needful actions to bring CX #Innovation?
Listen to Tiwuk Siswadi, Head of Customer Offer at Allianz Indonesia along with our Head of Customer Experience, Nandkishor Tripathi, and Head of Product, Tanuj Diwan in the latest episode of the podcast #TheExperienceTalk - Fueling CX innovation With Transactional NPS
2021-10-1250 min
Experience talk: Voice of Customer and EmployeeChapter 23: Feedback Basics x01 - The Truth about NPS SurveysWhile all of us ask for feedback from the customer, there are only a few who take action on it.
So, here in the FEEDBACK BASICS, Tanuj Diwan - Co-Founder and Head of Product at SurveySensum talk about it with Aileen Day - CX Thought Leader and Founder of Meraki Solutions. In the first episode of the Feedback Basics with Aileen Day - The Truth about NPS Surveys, they talked about,
Why NPS should be about friends and colleagues and not friends and family?
When should you use NPS?
The gold lies in the NPS...
2021-10-0726 min
Experience talk: Voice of Customer and EmployeeChapter 22: Expert tips to close the loop with your customersMany companies listen to customers, but only a few act on it. And to make things worse, only 5% follow up with customers about what they heard resulting in a MISSED OPPORTUNITY!
A closed-loop feedback process lets your customer know their feedback has been heard, resulting in business growth and happily retained customers.
In this session, we discussed:
What is Close the Customer Feedback Loop?
Why is it important for businesses?
ACTIONABLE TIPS on how to close it effectively- both individually and at scale.
Closed-loop feedback best practices & ways to use customer feedback to increase c...
2021-09-241h 23
All Things Considered CX with Bob AzmanRoy Atkinson, CEO Clifton Butterfield, LLCRoy Atkinson is one of the most recognized thought leaders in IT, service management, and customer experience, and serves as CEO, Clifton Butterfield, LLC, a business advisory practice. He is a Fellow of the Institute for Digital Transformation and a 2021 member of HDI’s Strategic Advisory Board. He was described by CIO Insight as a "model for the future digital leader." He is one of HDI’s “Top 25 Thought Leaders in Technical Support and Service Management for 2021.” Nextiva named him one of the "Top 50 Customer Service Experts of the Decade 2010-2020" and SurveySensum included him in its list of “Top 150 Gl...
2021-09-2034 min
Experience talk: Voice of Customer and EmployeeChapter 21: Why product managers should focus on product outcomes?In this episode of The Experience Talk, Tanuj, Head of Product at SurveySensum is joined by Moshe Mikanovsky, Sr. Product Manager at Procom and they are talking about
Why product managers should focus on product outcomes?
Should they do the market research at all, or build a product prototype and take feedback on it?
Does vision help him focus on the product outcome?
Do outcomes help you improve the product or provide value to the customers?
How to get clarity on the product vision?
How’d you prioritize multiple problems based on their outcomes?
How to create an outco...
2021-09-1648 min
Experience talk: Voice of Customer and EmployeeChapter 20: Embedding voice of the customer into the organization with Michael Hinshaw - President of MCorpCXIn this episode of The Experience Talk, NK is joined by Michael Hinshaw - President of MCorpCX and they are talking about
How to adopt VOC data inside the contact center?
What was your first step? How did you pick up the first step?
What are the challenges you faced during the adoption? How do you manage/control it?
How can you bring all agents, leads, team members on board in the VOC program?
How can you link Feedback with Agent performance?
What steps did you take for Agents to own their feedback?
How can you hear the Voice o...
2021-08-0433 min
Experience talk: Voice of Customer and EmployeeChapter 19: Empathy in Customer Service - Can Empathy Be Taught?In this episode of The Experience Talk, Tanuj is invited by E-Write to share his thoughts on Empathy in Customer Service - Can Empathy Be Taught?
Along with the panelists,
Aileen Day, Value-Driven Brand owner and podcaster
Keith Kmett, Medallia principal CX advisor
Erica Mancuso, nThrive director of offer management
Leslie O'Flahavan, E-WRITE owner
he talks about,
Can empathy be taught? Are we born with it or is it learned?
Can we hire for empathy?
How much is empathy affected by culture or nationality? How different are expressions of empathy in different cultures?
How do we teach...
2021-08-0458 min
LongspeechRajiv Lamba -- CEO and Founder of Neurosensum and SurveySensumwith Rajiv, CEO and Founder of Neurosensum and SurveySensum. He shared how and why he first moved into Indonesia. He then shared his career journey from Assistant Engineer until Director of Nielsen Indonesia and Kadence before finally building his own company, Neurosensum. Rajiv talked about why he built Neurosensum and how can the company helped other businesses to do better market research. From Neurosensum, he also built SurveySensum, an AI-Enabled Experience Management Platform. Find out more info about Neurosenum and SurveySensum at web: neurosensum, surveysensum.
2021-07-2842 min
Experience talk: Voice of Customer and EmployeeChapter 18: How journey mapping has evolved from traditional ways?In this episode of The Experience Talk, Tanuj and NK are joined by Dennis Wakabayashi, Vice President of CX Solutions at RR Donnelley and they are talking about
Including different stakeholders involved in customer journey mapping post-pandemic?
What is new in digital journey mapping?
Traditional vs Digitalization. What do you miss?
How digital journey mapping is solving problems for the practitioner?
How to keep everyone focused on the online journey mapping exercise?
How to validate customer journey with the VOC data?
Is your customer journey mapping exercise on halt due to the pandemic? Here's what you can do!
...
2021-07-2343 min
Experience talk: Voice of Customer and EmployeeChapter 17: Key Disciplinaries of CX with EngatiIn the latest episode of The Experience Talk - Key Disciplinaries of CX with Engati, NK talks about,
How to design a CX program?
How can machine learning and artificial intelligence elevate CX?
How brands can earn long-term customer loyalty?
What is the golden rule to success?
And a lot more!
2021-07-0935 min
Experience talk: Voice of Customer and EmployeeChapter 16: How to drive your CX Strategy using OKR?In this episode, Tanuj and NK are joined by Carsten Ley, CX and Project Consultant at Asia PMO and they are talking about
What is OKR?
What is the difference between OKR and KPI?
When did Carsten start loving OKRs and why?
Should goals/key results be that high that only 70% of that is achievable? If yes, why?
How can OKR’s help in your CX strategy?
What was the OKR for the CX department in Lazada?
How can OKR be created to drive CX in the whole organization?
How do different teams create their own OKR that suppor...
2021-07-0145 min
Experience talk: Voice of Customer and EmployeeChapter 15: Creating Meaningful User Surveys for Product ResearchProduct Managers can’t survive without Customer Surveys. Why you might ask. It’s because we need to
Identify the pain points to get the product idea.
Validate our product ideas and MVP.
Understand the satisfaction of a feature that we just launched.
Identify new opportunities for the product.
Gauge overall satisfaction of our product
And understand product-market fit. We breathe customer feedback in and out.
In the latest episode of The Experience Talk, Tanuj his sharing his learnings on the above topic and a lot more with @ProductDrive
2021-06-231h 05
Experience talk: Voice of Customer and EmployeeChapter 14: How Tokopedia is acing its VoC Program with Raihan Al Fauzan, CX Insights & Analytics ExpertIn the latest episode of The Experience Talk - ‘How Tokopedia is acing its VoC Program?’, Tanuj and NK are joined by a very special guest from Tokopedia - Raihan Al Fauzan.
They are talking about -
What is Nakama?
What is Tokopedia’s Culture DNA? How do they embed it within teams and especially new hires?
Why did they start a VOC program?
What was their initial strategy and preparations?
What were the top two challenges they faced while starting this program and how did they overcome them?
At Tokopedia, what are some of the channel...
2021-06-181h 21
Experience talk: Voice of Customer and EmployeeChapter 13 (C) Enhancing CX and EX With Human Experience with Neal Dlin, CHXO from Chorus TreeIn this episode, Tanuj and NK are joined by Neal Dlin, Chief Human Experience Officer at Chorus Tree and they are talking about
the correlation between HX, EX, and CX,
framework for HX,
embedding employee recognition culturally,
and a lot more!
2021-06-1834 min
Experience talk: Voice of Customer and EmployeeChapter 13 (B): Elevating Human Experience with Neal Dlin, CHXO from Chorus TreeIn this episode, Tanuj and NK are joined by Neal Dlin, Chief Human Experience Officer at Chorus Tree and they are talking about the relevance of emotions in Human Experience, Employee Empowerment, and Human Experience vs. Technical Experience.
2021-06-1834 min
Experience talk: Voice of Customer and EmployeeChapter 13 (A): Human Experience Maslow's Hierarchy of Needs with Neal Dlin, CHXO from Chorus TreeIn this episode, Tanuj and NK are joined by Neal Dlin, Chief Human Experience Officer at Chorus Tree and they are talking about Maslow's Hierarchy Of Needs and its impacts on Human Experience.
2021-06-1822 min
Experience talk: Voice of Customer and EmployeeChapter 12: CX transformation for B2B companies with Agustina Iftariani, Managing Director at Kawan LamaIn this episode of The Experience Talk: CX transformation for B2B companies, Halim Perdana, Country Head at SurveySensum is joined by Agustina Iftariani, Managing Director at Kawan Lama and they are talking about
In the B2B space, when did they think that CX is important for the business?
Current stage of the CX Journey
Transformation vision of GENCAR program
Execution of GENCAR program
Comprehensive journey map exercise and its outcome
And a lot more.
2021-06-0427 min
Experience talk: Voice of Customer and EmployeeChapter 11: How marketing impacts CX in B2B Saas with Sue Duris, Director of Marketing & CX at M4 CommunicationsIn this episode, Tanuj and NK are joined by Sue Duris, Director of Marketing and Customer Experience at M4 Communications and they are talking about
How CX in B2B Saas is impacted by marketing?,
How CX for B2B is different for B2C?,
In a B2B SAAS company, who all should be responsible for CX?,
Companies have Customer Success but why CX is important?,
CX outcomes,
Marketing and CX collaboration,
And a lot more.
2021-05-101h 02
Experience talk: Voice of Customer and EmployeeChapter 10: How to create a Customer-Centric engaged workforce with Stacy Sherman from doing CX RightIn this episode, Tanuj is joined by Stacy Sherman from doing CX Right and they are talking about
Creating a customer-centric culture,
Measuring the current state of customer-centricity,
Top challenges of a growth stage company to achieve customer-centricity,
and a lot more.
2021-05-0349 min
Experience talk: Voice of Customer and EmployeeChapter 9: Shaping the future of CX with Sultan Isnainsyah, Mila Widyani, and Irzan RadityaIn this episode, Rajiv Lamba, Founder and CEO at SurveySensum is joined by industry experts
Sultan Isnainsyah from INDOSAT,
Mila Widyani from CIMB NIAGA,
Irzan Raditya from KATA.AI
to talk about how they are adopting new strategies to mitigate the current pandemic challenges and transform business outcomes by providing a better Customer Service Experience!
2021-04-221h 02
Experience talk: Voice of Customer and EmployeeChapter 8: Should CX and EX be owned by a Single Person with Jo Boswell, Neal Dlin, Michael Yodice, and Abhinaba ChatterjeeListen to the CX leaders
Jo Boswell - Director at Sentio-B
Neal Dlin - Chief Human Experience Officer at Chorus Tree
Michael Yodice - Project Specialist at Lifion by ADP
Abhinaba Chatterjee - Product Strategy Consultant
Tanuj Diwan - Head of Product at SurveySensum
Nandkishor Tripathi - Head of Customer Experience at SurveySensum
talk about if CX and EX should be owned by a single person and why.
2021-04-221h 00
Experience talk: Voice of Customer and EmployeeChapter 7: How do CX and EX meet together with Salman Sharif, Sr. CX Advisor at Forrester.In this episode of the 'Experience talk: Voice of Customer and Employee', Tanuj and NK are joined by Salman Sharif, Sr. CX Advisor at Forrester. They are talking about
What is the Employee experience,
How can you create a VOE strategy from scratch,
How to inculcate customer-centricity in your employees’ mindset,
How to encourage your employees to disclose uncomfortable truths,
and a lot more.
2021-04-1452 min
Experience talk: Voice of Customer and EmployeeChapter 6: Customer Onboarding for High Touch SaaS with Irit Eizips, CEO at CSM PracticeIn this episode of the 'Experience talk: Voice of Customer and Employee', Tanuj is joined by a special guest - Irit Eizips, Chief Customer Officer & CEO at CSM Practice. They are talking about
Customer Onboarding for High Touch SaaS,
its importance,
best practices,
the involvement of CSM,
sales to customer success handoff,
and a lot more.
2021-03-1251 min
Experience talk: Voice of Customer and EmployeeChapter 5: Impact of Customer Experience on Business Metrics with Debbie AkwaraIn this episode of the 'Experience talk: Voice of Customer and Employee', Tanuj and NK are joined by one of the most prominent CX thought leaders - Debbie Akwara.
They’ll be talking about the
impact of CX on business metrics,
VOC and CX metrics in a B2C company and their measurables,
VOB, VOC, and VOE and their differences,
bringing alignment across multiple teams,
tips to manage the emotions of the customer,
where does CX starts and ends in an organization,
and a lot more!
2021-02-011h 05
Experience talk: Voice of Customer and EmployeeChapter 4: How to run a Customer Journey Mapping workshop?In this episode of the 'Experience talk: Voice of Customer and Employee', Tanuj Diwan - Head of Product with Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum runs a Customer Journey Mapping workshop.
This workshop is divided into four segments.
Setting up the Objective
What to do before the workshop? - Preparation
What will you do on the day of the workshop? - Live workshop
What to do after the workshop?
2021-01-201h 29
Experience talk: Voice of Customer and EmployeeChapter 3: Define your Customer JourneyIn this episode of the 'Experience talk: Voice of Customer and Employee', Tanuj Diwan - Head of Product with Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum talk about one of the most important aspects of the VOC program - Creating a Customer Journey Map.
This exercise helps businesses step into their customer’s shoes and see their business from the customer’s perspective. It allows them to gain insights into common customer pain points and how to improve them.
2021-01-151h 09
Experience talk: Voice of Customer and EmployeeChapter 2: Are you prepared to launch your VOC Program?In this episode of the 'Experience talk: Voice of Customer and Employee', Tanuj Diwan - Head of Product with Nandkishor Tripathi aka NK, Global Head of Customer Experience and Success at SurveySensum talk about
setting the short term and long term objectives,
ownership of the VOC program,
getting buy-in from stakeholders,
metrics of your VOC program, and
finally understanding the current state of the problem.
2021-01-0735 min
Experience talk: Voice of Customer and EmployeeChapter 1: Getting Started with the Voice of Customer ProgramIn the first episode of the Experience talk: Voice of Customer and Employee, Tanuj Diwan and Nandkishor Tripathi aka NK talk about the
importance of a VOC program,
the key difference between a VOC and CX program,
ways to capture the B2B and B2C VOC data,
the importance of chat conversations, and
when is the right time to start a VOC program?
2021-01-0730 min
Entrepreneur's Live Interviews 🎙️ELI-70 | Tanuj Diwan (Co-Founder of SURVEYSENSUM - Ai-Enabled Experience Management Platform)In this video, Tanuj talks about his journey as an entrepreneur and the importance of marketing in an early-stage venture.
Check out his:
LinkedIn: https://www.linkedin.com/in/tanuj-diw...
Website: https://www.surveysensum.com/
2020-11-2648 min
Entrepreneur's Live Interviews 🎙️ELI-51 | Tanuj Diwan (Co-Founder of SurveySensum & NeuroSensum - Market Research & NeuroMarketing)In this video, Mr. Tanuj Diwan talks about the role of Human Psychology in Business & Marketing. Also, he shares his perspective on how to start your journey as an entrepreneur.
Check out his:
LinkedIn: https://www.linkedin.com/in/tanuj-diw...
Website: https://neurosensum.com/ https://www.surveysensum.com/
Medium: https://medium.com/@tanujdiwan
Twitter: https://twitter.com/Neurosensum/
Facebook: https://www.facebook.com/Neurosensum/
YouTube: https://www.youtube.com/channel/UCXee...
Instagram: https://www.instagram.com/Neurosensum/
2020-11-0348 min
Women in Customer Success Podcast06 - How To Get Your First Customer Success Job - Irit EizipsText us your questions and thoughts!Today, I have the privilege of talking to Irit Eizips, CEO of CSM Practice, a global customer success management consulting firm. Some call her ‘CSM Guru’ as she’s consistently voted top Customer Success influencer and he has just been named a Top Global Customer Experience Thought Leader by Surveysensum. Irit is frequently featured as a speaker at conferences and Customer Success publications. In today’s episode, Irit is sharing her exciting career journey and strategies on getting the first CSM job. You will learn about tips for transi...
2020-07-2935 min
Pitchdeck AsiaRajiv Lamba - Neurosensum, In Touch With Tomorrow | Pitchdeck AsiaRajiv Lamba from Neurosensum joins us in the Pitchdeck Asia Singapore studio to share his vision for research in Asia. We discuss how research is moving beyond simply asking people for responses to actually measuring their subconscious behavior and emotions. The conversation touches upon the use of tech in research such as EEG and Virtual Reality. We also discuss how Surveysensum wants to make research affordable to SMEs across Asia with immediate reporting and feedback.
2019-07-2300 min
Pitchdeck AsiaPDA134-Rajiv Lamba - Neurosensum, In Touch With TomorrowProduced by Pikkal & Co - Award-Winning Podcast Agency.
Rajiv Lamba from Neurosensum joins us in the Pitchdeck Asia Singapore studio to share his vision for research in Asia. We discuss how research is moving beyond simply asking people for responses to actually measuring their subconscious behavior and emotions. The conversation touches upon the use of tech in research such as EEG and Virtual Reality. We also discuss how Surveysensum wants to make research affordable to SMEs across Asia with immediate reporting and feedback.
2019-07-2341 min